Real-time Analyst
2 months ago
**The Role**:
**The Team**:
A Real-time Analyst will for part of our Technical Support team who works 24/7 however, will focus on the real-time monitoring of our Mud Analyzer.
**Essential Duties and Responsibilities**:
- Monitor real-time Mud Analyzer data to ensure smooth operational functionality
- Troubleshoot and resolve issues that may arise with our Mud Analyzer.
- Log all issue based interactions
- Identify and es escalate situations requiring Tier 2 support or Field technician
- Set appropriate priority for issues to ensure timely resolution
- Collaborate with development staff to recreate problems in a test environment
**Knowledge, Skills and Abilities**:
- Experience providing technical support to remote clients
- Excellent verbal and written communications skills
- Ability to manage multiple concurrent projects/tasks
- Ability to identify, isolate and communicate problems from and to all levels of users
- Dedicated commitment to customer success
- Thrive under constantly changing conditions, offering new ideas and fresh approaches to problems
- Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
- Willing to work in a 24 X 7 environment and rotate through day, evening, night and stat holiday shifts.
- Fluent oral and written English communication skills
- Spanish would be an asset
**Hybrid Work Environment**:
- This position allows the opportunity for an employee to work in a hybrid environment. During day shifts the analysts will work from the office and evening/night shifts analysts are able to work from home.
- This position will start as an day shift rotation only. Down the road, the position may be required to work night shifts.
**Pre-employment Conditions**:
- Completion of a satisfactory Criminal Record Check
INDCA
**Experience**: Preferred
- Call Center experience is an asset
- 2 year(s): or more of technical support experience with CentOS, Windows 10, and Cisco networking would be an asset
- Experience with oilfield drilling and terminology would be an asset
**Education**: Required
- Certificate or better in Information Technology or related field
- Diploma or better in Information Technology or related field
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